For most of this podcast series, Alan and Ed have been talking about improving overall customer service at your company or organization. But how can a customer service strategy actually lead to improving customer retention, and – even better – customer growth? Ed educates Alan about the four keys to customer retention and growth, and shares some examples along the way. The co-hosts also share their “Customer Service Experience of the Month”, with both stories this month having some positive outcomes!

Ed Gagnon is the President of Customer Service Solutions, helping organizations develop long-term relationships with their clients and partnering with them to meet their core customer service needs. Learn more about Customer Service Solutions at www.cssamerica.com.

Alan Jackson is President of The Jackson Group, a survey and consulting firm specializing in employee engagement surveys, patient satisfaction surveys, market research studies and leadership development. Learn more about The Jackson Group at www.thejacksongroup.com.